# Troubleshooting Unable to Unload Reagents on the NextSeq 500/550

Occasionally, a NextSeq 500/550 may become stuck on the 'Unloading Reagent Cartridge' screen during a wash or run setup. This can be a result of a communication issue between the hardware and software preventing the reagents from unloading properly.

**Troubleshooting Steps:**

* **If the NextSeq Control Software (NCS) is not frozen:**
  1. Exit back to the Main Menu
  2. Select 'Manage Instrument'
  3. Select 'Unload Consumables'
  4. If unable to unload, close and restart NCS
  5. If still unable to load, [power cycle](https://knowledge.illumina.com/instrumentation/nextseq-500-550/instrumentation-nextseq-500-550-reference_material-list/000001972) the instrument
* **If the NCS *****is***** frozen:**
  1. Open 'Task Manager'
  2. Locate 'NextSeq Control Software' or 'Instrument Shell'
  3. Right-click and select 'end task'
  4. Re-launch NCS and proceed with wash/run setup upon successful initialization
  5. If the issue persists, power cycle instrument\*

If the issue still persists after power cycling, contact [Illumina Technical Support](https://www.illumina.com/company/contact-us.html#/) for assistance.

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #2726), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000002726%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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